Director of Customer Success 2025

Director of Customer Success
Interpersonal Frequency provides a fun, cutting edge remote work environment - data driven and innovative. Our work directly impacts the lives of millions of people living in America every day. Interested in working with us? Please fill in your details below.
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Are you currently authorized to work in the United States without the need for employer sponsorship, now or in the future? **U.S. Citizen or have a Green Card. We are unable to sponsor visas at this time.*

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At I.F. we care about our team and we take care in selecting new staff. The I.F. recruiting process is thorough and may include several video interviews, a set of more formal online work style assessments, an in-person interview (might require travel), reference checks and a background check. Please confirm, if you qualify, that you can participate in the full process.*

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When would you be available to start?*
Future Communications
We occasionally follow up with past applicants when new opportunities arise. Your response to this question will not affect your candidacy for the position you’re applying to now.
Would you like us to reach out if future roles open that align with your background and experience?

Yes, I’d like to be contacted about future opportunities.No, please do not contact me after this application process concludes.
Portfolio

I.F. designs, develops, and supports websites for some of the largest public libraries, cities, counties, and utilities in the U.S. We leverage data for public organizations to create and maintain amazing digital spaces informed by our clients’ and their communities’ needs. We host on a proprietary system and feature Drupal CMS, custom software development, and third-party integrations.

We’re looking for a skilled Director to join our Customer Sucess team.

This role exists to ensure our customers succeed, not just in maintaining websites, but in achieving real outcomes for their communities. You’ll love coming to work every day if you get, want, and have the capacity to:
- Drive Financial Performance and Delivery Efficiency
  - This role carries responsibility for the financial performance of the business line. That includes ensuring support services consistently meet target service rates, enhancement projects are delivered efficiently and profitably, and all work is planned and executed with financial discipline. Accurate forecasting, capacity planning, and proactive budget oversight are essential to maintaining healthy margins while delivering consistent value to both clients and the business.
- Enable Customer Value
  - Beyond day-to-day service delivery, this role shapes how we support clients after launch—evolving support into an ongoing strategic partnership. It focuses on refining workflows to boost operational efficiency, remove bottlenecks, and maintain delivery quality. A key priority is improving processes that allow work to transition smoothly into and out of Customer Success across all collaborating business lines, ensuring that every handoff reinforces long-term client satisfaction and impact.
- Advance Customer Satisfaction and Strategic Growth
  - Consistently meeting or exceeding client expectations through timely, high-quality service is foundational. This role strengthens long-term relationships by actively monitoring satisfaction metrics and responding to client needs with urgency and insight. Client success is tied directly to business outcomes: driving expansion by uncovering unmet needs, improving retention through measurable results aligned with client goals, and increasing referenceability that supports upsell opportunities in partnership with Account Managers.
- Manage Capacity and Team Utilization
  - Balance team capacity with workload demands to ensure projects and support tickets are adequately staffed. Develop and execute resourcing strategies, including outsourcing and leveraging junior team members, to maintain cost efficiency while fostering team productivity. Ensure team members are fully billable.
- Lead a High-Performing Team
  - Build and lead a high-performing team by providing the tools, training, and support needed for success while practicing LMA (leadership, management, and accountability). Foster a culture of collaboration, accountability, and continuous improvement, one that not only strengthens the team internally but is reflected in how the team engages with peers across business lines.
- Collaborate Across Stakeholders
  - Partner across business lines to ensure a unified, customer-first experience throughout the client lifecycle. Collaborate with Sales to enable smooth handoffs and identify expansion opportunities early. Work with the Customer Activation team to preserve the high-touch experience as clients transition from new builds into ongoing support. Coordinate with the Customer Foundations team to ensure client needs are represented in platform roadmaps and infrastructure decisions.
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